Service Desk Technician

Service Desk Technician

The Salvation Army is looking for a Service Desk Technician for a 12-month full-time contract.

The Service Desk Technician provides an excellent customer service experience to our employees while triaging, troubleshooting, and problem solving. This integral position enjoys building rapport with customers, uncovering issues through keen attention to detail and presenting resolutions in a user-friendly manner.

Key Accountabilities:

• Provide support to incoming requests via telephone, web portal, email, and chat to ensure courteous, timely, and effective issue resolution
• Use remote tools and diagnostic utilities to aid in troubleshooting
• Research solutions through internal and external knowledgebase
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes
• Record, track, and document the service desk incident-solving process, including all decisions made and actions taken, through to final resolution
• Assist in software releases, rollouts, and installations according to change management best practices
• Hardware setups and configurations according to departmental and/or manufacturer specifications
• Create, modify, and remove/disable accounts
• Escalate incidents with accurate documentation to suitable technician when required
• Identify common incidents and inform management to emerging trends in incidents
• Develop help sheets and FAQ lists for end users
• Contribute to technician knowledgebase and training as needed
• Provide suggestions for continual improvement

Key Skills and Experience:

• Certificate from a recognized college or technical school
• ITIL Foundations and A+ Certification
• Experience with Windows 10 and Mac OS
• Application support experience with Microsoft Productivity Suite
• Working knowledge of a range of diagnostic utilities
• Working knowledge of ServiceNow preferable
• Working knowledge of O365 administration, Active Directory, Azure AD
• Understanding of network principles, TCP/IP, VPN, DNS, DHCP
• Interest in working in an ITIL-driven environment and working knowledge of ITIL principals and processes
• Exceptional written and oral communication skills in English
• Exceptional interpersonal skills with a focus on rapport building, listening, and questioning skills

The target hiring range for this position is $55,693.49 to $69,616.86 with a maximum of $83,540.23. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

The Salvation Army will provide reasonable accommodation upon request. Please email Recruitment.Accommodations@salvationarmy.ca if you have a need for any accommodation and we will be pleased to discuss this with you.